Unit 1 Workplace Manners

Unit 1 Workplace Manners
课题：Workplace Manners常用英语及对话练习训练
课时：四课时
教学目标、教学重点教学方法：
语言知识目标：Unit Goals
Learners should be able to
◆understand customer requests
◆talk about how to satisfy passenger needs
◆read about proper workplace manners
◆write about office manners
语言技能目标：
听——学生能够听懂workplace manners常用用语。

说——学生能够使用准确的workplace manners常用用语。

读——学生能够读懂介绍正在实行的动作或行为相关的文章。

学习策略：学生能够将动词词组与名词词组实行准确的搭配。

文化意识：学生能够了解英语中workplace manners常用的习惯用语情感态度：学生能够了解和准确使用英语与他人通电话。

第一课时
教学步骤：
Step one ：Lead-in
Do you know their workplace ? Match
restaurant hospital office
shop plane hotel
A hotel receptionist works in a ______. Flight attendants
work on a
______.
A store cashier
works in a _____.
Waiters and
waitresses work
in a _________.
A nurse works in a __________. An office clerk
works in an
__________.
Chefs work in a
__________.
A salesgirl works
in a __________.
Listening & Speaking
Step Two ：Listening 1
Listen and number the pictures.
( 3 ) ( 1 ) ( 4 ) ( 2 ) script
1. Good morning, Rose Hotel. May I help you?
2. Good afternoon, ladies and gentlemen. Welcome aboard.
3. Please enjoy your meal.
4. Thank you for shopping with us today.
Step Three ：Dialogue 1
What Can I Do for You?
(A salesgirl is serving a customer in a shop politely.)
Salesgirl：Good morning, madam. What can I do for you? Customer：Yes, I’m looking for a dress in size 36. Salesgirl：How about this blue one?
Customer：The color is nice, but I prefer silver.
Salesgirl： Sorry, madam, we don’t have the right size in silver. But if you leave your phone number, I’ll get in touch with you.
(The salesgirl takes a pen to write.)
Customer：OK. Thank you for your help.
Salesgirl：You are welcome.
1、Listening the type
2、Follow the radio
3、Class activity
4、Explain the dialogue
重点词汇和句型
1. What can I do for you?
May I help you?
Is there anything I can do for you ?
Can I help you ?
2. How about this blue one?
how /what about +sth./doing sth?
3. I prefer silver.
prefer
like/enjoy/love ---------prefer---------favorite
4. get in touch with
5、Group games
Step four ：Role Play
Practice the dialogue by using the pictures below on page 10 and see if you can say more.
第二课时
Step one ：Words and Expressions
welcome v.欢迎
aboard adv.上飞机(船或车)
chef n.厨师
customer n.顾客
politely adv. 礼貌地
dress n.服装；连衣裙；女服
size n.尺码
prefer v.更喜欢
silver n.银色
touch n. 接触
pillow n.枕头
medicine n. 药
headphones n.耳机
blanket n.毯子
moment n.片刻
passenger n.乘客
fruit n. 水果
juice n. 汁
thirsty adj. 口渴
get in touch with 与⋯取得联系
flight attendant 空中乘务员
by the way 顺便说一下
Step two ：Listening 2
Tick what the passenger needs
1 2 3
□coffee □magazine □pillow
□water □newspaper □medicine
□Cola □headphones □blanket
script
1. A: Excuse me. May I have some water, please?
B: Yes, sir. Just a moment.
2. A: Do you have any English magazines?
B: Yes, sir. I’ll bring one for you right now.
3. A: I feel cold. Can I have a blanket, too?
B: There’s a blanket on the seat.
A: Oh, sorry. I didn’t see it.
B: Never mind. If you have other requests later, please press the call button and I’ll come.
Step three ：Dialogue 2
May I Have a Cup of Coffee, Please?
(A flight attendant is serving a passenger.)
Flight attendant: May I help you, sir?
Passenger: I’d like something to drink.
Flight attendant: Certainly. We have tea, coffee, fruit juice, Cola and water.
Passenger: I’d like to have a cup of coffee.
Flight attendant: Yes, sir. I’ll bring it for you.
Passenger: By the way, can I have a pillow and a blanket?
Flight attendant: Of course.
Passenger: Thanks.
1、Listening the type
2、Follow the radio
3、Class activity
4、Explain the dialogue
Step four ：Role Play
Practice the dialogue by using the pictures belowon page 12 and see if you can say more.
A: Can I help you, Madam?
B: I feel a little ______. Can I have some ______?
A: Yes, sir. Here you are.
B: Thanks.
A: Can I help you, Madam?
B: I feel a little ______. Can I have some ______?
A: Yes, sir. Here you are.
B: Thanks.
第三课时Reading
Pre-reading Activity
Have a discussion with your partner and tick the right workplace sick, medicine
manners.
□wear beautiful clothes □greet customers with a smile □be friendly to customers □follow customers everywhere
□make phone calls at any time □be patient and keep smiling Words and Expressions
workplace n.工作场所
manner n.举止
wear v.穿
greet v.问候
friendly adj.友善的
follow v.跟随
everywhere adv.到处
patient adj.有耐心的
helpful adj.有帮助的
visit v. 拜访
interested adj. 感兴趣的
share v.分享
tip n. 提示
issue v. 分配；发给
contact n. 接触
patiently adv. 耐心地
deal v.处理
complaint n.投诉
efficiently adv. 高效地
personal adj. 私人的
while adv. 当⋯时候
argue v.争吵
be interested in 对⋯感兴趣
name tag 名称标签
share ... with 与⋯分享
argue with sb 与某人争论
Text
Good Manners with Customers
erve your customers in a fast, friendly and helpful manner and they will visit you again. If you are interested in sharing this experience with us, here are some good tips:
●Wear clean company-issued clothes and a name tag;
●Greet and serve each customer with a smile and make eye contact;
●Listen to customers carefully and answer each question patiently;
●Deal with complaints helpfully and efficiently;
●Never make any personal phone calls while serving;
●Never try to argue with customers;
●Say “Thank you for coming.”when customers leave.
Match and Discuss
Match B with C and then discuss dos and don’ts in serving customers
True or False
Tick the correct answers according to what you read in the text.
T F
□□ 1. Serving customers only in a fast way can make them visit again.
□□ 2. Wear company-issued clothes and a name tag when serving customers.
□□ 3. Greet each customer with a smile.
□□ 4. Don’t make personal phone calls while serving customers.
□□ 5. Argue with customers if you feel you are right.
Writing
Write about Linda’s first day at a customer service center. Be sure to use the following words in your writing: company-issued clothes; smile; eye contact; deal with complaint; say good-bye to customers.
Today is Linda’s first day to work in an office.
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________
第四课时单元总结
Language in Use
Part I. Spell
Spell out the missing words. The first letter of the words is already given.
1 2 3 4
1 Betty is a friendly r_ _ _ _ _ _ _ _ _ _ in a small hotel
2 Ann is a happy c_ _ _ and she always smiles.
3 Tom is making a c_ _ _ _ _ _ _ _ at the front desk
4 Susan always s_ _ _ _s customers with a smile.
5 6 7 8
5 Mr White is wearing a n_ _ _ _ _ _ on his suit.
6 The receptionists g _ _ _ _ the customer with a smile.
7 We’d better not a_ _ _ _ with our workmates.
8 The supermarket c_ _ _ _ _ _ is standing behind the desk.
Part III. Speak
Speak out. In pairs, practice the dialogue by using the pictures below. See if you can say more.
A: Today’s meal is either __________ or __________. What would you like, sir?
B: __________, please.
A: Here you are.
B: Excuse me. I wonder if I can have another portion of __________.
A: Sure. Enjoy your meal.
Problem Solving
Part 1
You are a shop assistant in a department store. A customer wants to buy a T-shirt for her son. Please help her out. Use the pictures below as a help.
Shop assistant: Good afternoon, Madam. ____________________ ?
Customer: Yes, I’d like to buy a T-shirt for my son.
Shop assistant: Oh, I see. What’s his size?
Customer: Size M.
Shop assistant: How about ______________?
Customer: I don’t like the color, and it’s out of fashion.
Shop assistant: How about ______________?
Customer: The style is good, but the color is too bright.
Oh, that green one looks nice. Do you think so?
Shop assistant: Yes, I __________.
Customer: How much is it?
Shop assistant: 75 yuan.
Customer: I’ll take it. Here’s the money.
Shop assistant: Thank you ____________________.
Part 2
You are a flight attendant. Passengers on the plane will have many different requests. Try your best to meet their needs politely and patiently.
Conversation 1
F: May I help you, sir?
P: I’d like something to drink.
F: Sure! We have _____________________.
P: A cup of tea, please.
F: ___________________.
Conversation 2
F: May I help you, sir?
P: My headphones don’t work well.
Could you help me adjust them?
F: Of course! I’ll __________.
P: Thanks.
Conversation 3
F: May I help you, sir?
P: I feel a little cold. May I have a blanket?
F: Yes, sir. ____________________.
P: By the way, I’d like a glass of orange juice.
F: ____________.
Extended Activities
Workplace Manners
(Mary and Linda are talking about workplace manners.)
Mary: I’m a little nervous, Linda. I almost forget what to do. Linda: Don’t worry. Let me see. You wear a clean company-issued shirt and a name tag. Excellent!
Mary: Thank you. What’s next?
Linda: Greet every customer with a smile and make eye contact with them.
Mary: Then I may ask them what I can do for them.
Linda: Of course. And you should be patient and polite all the time. Mary: Yes, I remember, never argue with customers.
Linda: That’s right. Try to keep our counter clean and never make any personal phone calls while serving customers. Oh, someone is coming. Smile!
Read and decide the good manners in work places. Tick (√) in the brackets.
( ) 1. Wear clean company-issued clothes while working.
( ) 2. You can greet your customers without looking at them.
( ) 3. If the customer is wrong, you can argue with him.
( ) 4. Never make personal phone calls when serving customers. ( ) 5. Make sure your workplace is clean.
( ) 6. Be patient and polite all the time.
Write down the missing words to sum up the workplace manners.
While working, you should wear _______________ clothes, and put on your __________. Greet and serve your customers with a __________. Listen to your customers carefully, understand what they need. Besides, you should always keep the workplace __________ to make customers feel comfortable.
Discussion:
What else should we do to offer customers better service?
1. We can give some suggestions to customers if needed.
2. We may prepare some water for customers who are very thirsty.
3. Providing beautiful background music will make customers feel more comfortable.。